Service Desk Engineer: First Call Resolution Pro

U3 INFOTECH PTE. LTD.; Singapore; On-site; SGD 3,000 - 5,000; Full time

Job summary

U3 INFOTECH PTE. LTD. in Singapore seeks a customer-focused Helpdesk/Support Agent to provide First Call Resolution (FCR) support via phone and email.

You will perform first-level troubleshooting, escalate as needed, and keep customers informed with timely updates on issue status within defined Service Levels. The role requires ownership of each case, proactive follow-up until closure, and the ability to manage customer expectations during surge periods.

Qualifications

• Provide First Call Resolution (FCR) technical support via phone and email.
• First level troubleshooting on reported incidents.

Responsibilities

• Provide First Call Resolution (FCR) technical support via phone and email.
• Perform first level troubleshooting and escalate to 2nd level resolver groups as per work instructions.
• Furnish and submit timely updates to customers on the status of outstanding issues within targeted Service Levels.
• Maintain ownership of cases and follow-up until closure, recording accurate information.
• Be customer-centric, manage expectations, and notify Team Lead during unusual surge in calls.
• Handle initial incident classification/prioritization and track resolution progress with follow-up actions.

Job description

U3 INFOTECH PTE. LTD. in Singapore seeks a customer-focused Helpdesk/Support Agent to provide First Call Resolution (FCR) support via phone and email.

You will perform first-level troubleshooting, escalate as needed, and keep customers informed with timely updates on issue status within defined Service Levels. The role requires ownership of each case, proactive follow-up until closure, and the ability to manage customer expectations during surge periods.